I recently sent through a phone for repair, this is my experience.
On the 27th of September I bought the new Galaxy Z Fold 3 online on the Samsung website.
-On Friday the 8th of Oct I received the phone. -Over the weekend the phone worked but on Monday the 11th of October; three days after having the phone, there was a white line down the middle of the screen. I notified Samsung and they advised me to send it to an authorized repair center. -On Tuesday the 12th of October I sent the phone back for replacement. -On Monday the 18th of October I received a text message to state that they have the phone and will asses it. -On Tuesday the 19th of October I received a phone call to tell me the phone was a manufacturing fault and that a new phone will be sent out to me and I would have it in 5 to 10 business days. -On the 26th of October I called Samsung and asked for tracking information on the replacement phone and was told that they will not send out a new phone until the old phone is received in the warehouse. -On the 1st of November the phone still had not been sent -On the 2nd, 3rd and 4th the phone still had not been sent and the call was escalated as they still had not received the old phone in the warehouse. -On the 16th of November the phone had still not been received in the warehouse and my new phone still had not been sent. I called the repair center(iCure) and they stated the old phone was still sitting in the service center waiting for Samsung to pick it up. I notified Samsung and it was escalated again.
It is now the 23rd of November and the new phone still has not been sent out from the warehouse. This is not acceptable. I understand policies and procedures of not sending out a new phone until they receive the old phone but I was notified on the 19th of October that I would receive the new phone in around 10 business days.
Numerous called to the e-commerce division and I keep getting told the same thing. "They cant send the new phone until the old one is received at the warehouse". The e-commerce manager has stated that there is nothing she can do other than send emails to communicate with head office and logistics divisions and try and get it sorted. I fail to see this as true, there is obviously phone calls that can be made to get my new phone sent to me from the warehouse. Its obvious that I don't have the old phone and that I am trying to scam anything as the authorized repair center has the old phone.
This needs to be escalated and dealt with immediately please
Good morning, I sincerely apologise for the delay on your case. I have reached out to our team for a status update and will get back to you when I receive a response.
Wow, I got a call from Fair Trading NSW yesterday asking for more information and they said they would be calling Samsung on my behalf about this issue and what do you know...at 5:01pm the same day I get an email from Samsung with a tracking number for my replacement phone being sent to me. It took weeks of me calling but one single call from Fair Trading NSW for you to come to the party. Well done.
